MaritzCX Launches PredictionCX to Boost Customer Retention

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MaritzCX, a provider of customer experience (CX) software and services, today released PredictionCX, a technology designed to help businesses anticipate each of its buyers’ behaviors and preferences so they may better cater to their individual needs and, ultimately, increase customer retention rates.

According to Justin Thompson, vice president of strategy at MaritzCX, PredictionCX helps companies tap into the feedback provided by the minority of customers who respond to NPS surveys and the like, and leverage it for insights regarding the “silent majority”—those who tend to hold back their opinions, but also hold the greatest “wallet share.” Using predictive modeling, the system can access the transactional or relational survey data a firm collects and apply it alongside customer attributes—such as ethnographics or demographics or other data elements—to draw conclusions about various segments.